ANALISIS KUALITAS PELAYANAN PUBLIK (STUDI PELAYANAN KTP DI KECAMATAN SEMARANG BARAT)

Abstract

Public service has a duty to serve routinely toward society such as giving a licensing of document-making, protection, facility maintenance, health and security guarantee providing for resident. The quality of public service that is given will determine a society satisfaction level of its receiver. This research aims to measure the magnitude of public service quality in making a Residence ID Card and satisfaction level is obtained by society. The research involves 50 subjects that are community who committing the management of Residence ID Card-making in Sub-district of Semarang Barat those incidentally are found in committing it. The collecting data instrument which is used in the form of questionnaire. Data analysis method which used in the research is a descriptive and Cartesius diagram exhibiting performance and importance of servicing attribute is given. From data analysis which done is obtained that the result commonly to get is the existing of public service act good enough with mean performance 2,53. The service attribute should be prioritized in the case is: Residence ID Card completion as appropriate to which one promised, inexpensive-cost, fair officials and do not discriminate. Service attribute have to be kept in the case is: well in time operation, easy to get and not complicative, clear information providing, adequate facilities and equipment, good attitude officer in serving people, communication relation between officer with society, same treatment toward one another, responsibility toward Residence ID Card Security, comfortableness waiting room. The service attribute is excessive enough as follows: officer have always to response if people require a service, interior and exterior orderings, and sub-district officer performance. Keywords: QUALITY, PUBLIC SERVICE, SOCIETY SATISFACTION